the new era of customer relationships
TRANSCRIPT
#RelateLive
The New Era of Customer Relationships
Mikkel SvaneZendeskCEO
follow me @MikkelSvane
Relationships are
Complicated
The nature of customer relationships
is changing
PromoterEconomy
New BusinessModels
Conscious Consumers
Global Trends
NewBusiness Models
NewBusiness Models
Share a sense of purpose
with members
Remove friction from running
businessAppeal to asset lightgeneration
Doubled locations 2014/2015
Customers grew 2-3x
in 2015
New Model- welive -
1yr
6yr
Great Customer Experience increasesLifetime Value
Loyalty drives Revenue Growth
Loyalty drives Revenue Growth
2 Years
1 Year
Aggregate Revenue
>2xRevenue
15% Churn
5% Churn
Promoter Economy
Excellent on-boarding
process
98% and above Customer
Satisfaction Score
3-4x more people in support than sales
Core Value:Recommendations
trump sales
3.5x user growth in 2015
Up to 7% weekly growth
800k paid user accounts
Satisfied customers promote brands
CustomerSatisfaction
Detractors Passives Promoters
62%Promoters
70%Detractors
Conscious Consumers
Ensure fair pay and clean working environments with
factory partners
Black Friday Fund
Reveal true product cost
More than doubled revenue three years running
Customer trustpropels all aspects ofthe business
Corporate Social Responsibility influences where Millennials choose to…
Corporate Social Responsibility influences where Millennials choose to…
82%
Recommend
74%
Work
4%6Inves
t
+
of Americans prefer SMS over
other formsof messaging
72%
of Americans send/receive 1-20 SMS messages
per day
50%
Evangelism Loyalty
Trust
CustomerRelationships
PromoterEconomy
New BusinessModels
Conscious Consumers
Andrew McMahon
#RelateLive